Guest Relations Associate

Patient Navigator Non-Clinical 2 CX This position serves as a non-clinical resource and liaison for patients and their families. Provides support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient and guest satisfaction, provide identification badges at each patient and guest entry point, and to optimize care and outcomes. Acts as a communication liaison to understand patients' and guests' needs, desires, and concerns. Provides guidance about a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient and guest experience. Minimum Qualifications: 2 or more years of customer service experience in retail, restaurant, hotel, health care, or similar customer facing environment. Excellent interpersonal, verbal, and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations and resolve problems. Ability to respond to violent, aggressive, or disruptive patients and/or guests, and involve Public Safety Officer's (PSO) or UC Davis Police Department (UCDPD) as appropriate. Demonstrated skills to build effective working relationships and work collaboratively. Ability to make quick and sound decisions based on individual situations to meet patient and guest needs. Ability to perform job tasks quickly, efficiently, accurately and with composure while under pressure; manage heavy or emergent workloads, with interruptions and potentially volatile situations. Working knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid regulations. Knowledge of data collection, compilation, and analytical techniques. Skills to comprehend and assess patient and guest complains to quickly locate appropriate resources for assistance. Working knowledge of the organization and ability to resolve complex patient and guest experience issues Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Preferred Qualifications: Bachelor's degree in related area and/or equivalent experience/training. Proficiency with health-related computer systems. Knowledge of Medical terminology. Key Responsibilities: 90% - Patient Support Services 10% - Other Duties Department Overview: The Guest Relations department was launched in May 2021 to provide a welcoming experience for patients and visitors who enter the hospital. Part of the Guest Relations role is to educate visitors about hospital visitation policies and ensure that they have been appropriately screened prior to entering the facility. The team is comprised of 31 Guest Relations Associates who staff the Pavilion lobby, Emergency Department, Ambulatory Care Center, and Tschannen Eye Institute, 365 days a year or during regular operating hours, respectively. In addition to checking in patients and visitors, the team makes deliveries, helps way find and escort throughout the facilities, and ensures a positive arrival and departure. The Guest Relations team also works to coordinate with families, discharge teams, patient transport teams and other units, about the needs of patients and visitors. Position Information: Salary or Pay Range: $ 28.06 - $43.37 Salary Frequency: Hourly Salary Grade: 141 UC Job Title: PAT NAVGTR NON-CLIN 2 CX UC Job Code: 004468 Number of Positions: 1 Appointment Type: Staff: Career Percentage of Time: 100 % Shift (Work Schedule): Variable Location: Main Hospital (HSP001) Union Representation: CX-Clerical/Admin Benefits Eligible: Yes This position is 100% on-site University of California